Operations Executive with Compliance & Digital Solutions Expertise

NORMA MARQUEZ Revere, MA ***** 617-***-****(C)

Executive-level professional with expertise in operations management with 15+ years of experience in state government. Focused on improving systems, processes, and workflows with a strong inclination for internal controls and regulatory compliance. Forward-thinking; a champion for digital solutions and knowledge management practices. PROFESSIONAL EXPERIENCE

2025 – 2026 Baystate Interpreters

Contractor Interpreter Certified

• Bridged communication gaps for many government entities including schools.

• Ensuring all parties understand each other clearly and accurately.

• Providing linguistic proficiency, cultural awareness, ethical integrity, and the ability to convey both the content and messages. 2025 - 2025 John’s Landscape Arlington, MA

Office Manager

• Assisted with calls for both New & Existing Customers.

• Created & Invoiced services to over 3,400 properties to include estimates.

• Created work orders daily for landscapers.

• Logged and tracked all invoices & payments daily in various applications to include google docs.

• Open and sorted mail entered incoming payments for deposit.

• Ordered and distributed equipment and uniforms for landscapers

• Developed a template for incoming personnel.

2024 - 2024 Samsung Ultrasound Danvers, MA

Contractor

• Recovered & invoiced over $145,000, while updating all customer/vendor files accurately and correcting each one simultaneously.

• Completed & corrected various accounts and compared them to contracts.

• Confirmed ultrasound machines were at the correct location and currently on contract or billable.

• Assisted co-workers in correcting and updating their accounts as well as tracking.

• Assigned and dispatched statewide engineers to hospitals for repairs and installation.

• Ordered and billed parts and services for accounts.

• Assisted co-workers with both dealers and non-dealers to ensure services were assigned as well as machines were ordered and

• Installed and tracked all items, as well as ensuring engineers were also dispatched and updated accounts for contract billing or customers’ direct bill.

2012 - 2024 Department of Criminal Justice Information Svcs, Chelsea, MA Criminal Background Services Manager

Oversee and manage all daily operations for the CORI processing unit both manually and electronically processing 1.4 million requests a year and a six-person call center that addresses ~80K constituent inquiries each year.

• Provide operational oversight of criminal justice background check services, including the development of standard operating procedures and policies for two business units, Criminal Offender Records Information Unit (CORI) and the Constituent Assistance & Research Unit (CARU).

• Participated in the development and implementation of the iCORI Service, to serve a constituency of more than 100K organizations and individuals; reduced the two-week average turnaround time by ~80%

• Perform critical human resource functions such as recommendations for hiring, disciplinary actions, training, and conflict resolution.

• Managed & Implemented strategies, tools, programmed laptops for all staff and workflows to increase the effectiveness of telework in response to the Covid-19 pandemic, providing better information management and responses to ~70k constituent inquiries.

• Managed & implemented telework call center with agency telephone vendor and agency IT allows all staff to continue assisting constituents seamlessly without any backlog in response to Covid-19 pandemic.

• Created, merged, maintained, and implemented databases for both Online Criminal Offender Records Information (iCORI) & Statewide Applicant Fingerprinting Services program (SAFIS-R)

• Updated the agency's website to improve the clarity and accessibility of information, reducing the number of inquiries.

• Implemented & manage ServiceNow for the Constituent call center, allowing calls and emails to be tracked and managed electronically.

• Analyze, process and screen criminal records for dissemination in accordance with Mass General Laws as needed in various queues.

• Assist the public and iCORI users in understanding the CORI Laws, Regulations, Procedures and Dispositions. 2005 - 2012 Department of Criminal Justice Information Svcs, Chelsea, MA CORI Unit Supervisor

• Supervised staff in the Criminal Offender Records Information unit (CORI) ensure all requests were processed accurately and timely.

• Conducted Training for all certified CORI organizations.

• Processed and verified daily bank deposits.

• Maintained all spreadsheets and databases for the unit.

• Assisted in the development and implementation of all new online CORI application updates and changes.

• Analyzed and Screened Criminal Records for dissemination in accordance with Mass General Laws

• Assisted the general public and iCORI users in understanding the CORI Laws, Regulations, Procedures and Dispositions

• Assisted with implementation of CORI Laws & Regulations

• Managed and maintained all CORI Certified Agencies with CORI web programs and applications.

• Trained and supervised full-time employees and Interns for the unit.

• Assist with Spanish translation as needed.

2000 - 2005 Criminal History Systems Board, Chelsea, MA Criminal History Analyst

• Processed, analyzed, and disseminated over 30,000 manually monthly.

• Provided customer service assistance and technical support daily to all users/requestors of criminal background checks as well as the public.

• Assigned and reviewed all workload for staff daily.

• Notarized all processed requests.

• Open, sorted all incoming unit mail.

• Trained and supervised incoming new staff and Interns. 1997-1999 City of Chelsea, Chelsea, MA

Principle Clerk

• Analyzed, calculated, and processed all City Water, Sewer, and Trash bills for billing monthly for over 5,000 properties, residential and businesses.

• Provided in person/phone customer service.

• Maintained databases and reports for all City owned properties.

• Supervised and Dispatched City Public Works staff 1990 - 1996 Dept. of Employment & Training, Chelsea, MA Claims Specialist

• Interviewed claimants and analyzed applications for unemployment benefits.

• Sustained overall procedures for agency.

• S.A.V.E. Specialist for Immigration & Naturalization verification services

• Conducted rights and responsibilities orientations in Spanish & English daily for all claimants.

• Provided resources for work assistance and referrals for job seekers.

• Translated all unemployment forms.

• Spanish Translator as needed.

SKILLS

Bi-Lingual/Bi-Cultural Spanish/English. Proficient in Microsoft Windows for Word, Excel, Access, Powerpoint, Outlook, Infotrieve, LEAPS/CJIS Certified, ADP, Google Docs, iCORI

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